Senior IT Helpdesk Technician

Founded by the Sisters of Charity of New York, the University of Mount Saint Vincent is an academically excellent, authentically inclusive, Catholic and ecumenical liberal arts university. The University combines a strong core curriculum with a full array of majors in the liberal arts and, within the tradition of liberal education, selected professional fields of study.

At Mount Saint Vincent, a student’s education extends beyond knowledge, skills, and preparation for work. We seek the development of the whole person. In the spirit of Vincent de Paul and Elizabeth Ann Seton, we foster an understanding of our common humanity, a commitment to human dignity, and a full appreciation of our obligations to each other.

Through its School of Professional and Continuing Studies, the University extends its primary undergraduate mission by offering high quality graduate studies in business, education and nursing and an array of undergraduate and certificate programs serving non-traditional students.

The IT Helpdesk Technician plays a vital role within the IT department, providing technological support through the University of Mount Saint Vincent’s Computer Services Help Desk. This position involves working directly with users to address and resolve issues related to software, hardware, basic networking, and telephone systems.

This is a full-time, exempt, on-site position with standard working hours from 8:30 AM to 4:30 PM, Monday through Friday. Alternate shifts may be assigned as needed.

Responsibilities:

• Providing courteous and responsive customer service to the university community via phone, email, remote support, or in person.
• Installing, maintaining, configuring, updating, troubleshooting, and resolving issues with PCs, peripherals, and software.
• Assisting system users with Help Desk inquiries and resolving technical issues.
• Diagnosing and troubleshooting hardware and software failures, including basic network-related problems.
• Offering support for telephone and voicemail systems.
• Setting up and troubleshooting audio/visual equipment for presentations.
• Supporting and implementing technology in classrooms.
• Assisting with the installation, maintenance, repair, and configuration of hardware and software on computer lab systems.
• Coordinating computer rollouts for employees and departments.
• Training employees and students to use University technology effectively.
• Screening, diagnosing, and resolving Help Desk inquiries, while documenting all activities and solutions.
• Assisting in managing cybersecurity training programs.

Requirements

• Bachelor’s degree required.
• Recent experience in supporting and troubleshooting Windows and Apple devices, including their operating systems.
• Familiarity with system principles, theories, concepts, and technologies.
• Basic understanding of networking concepts such as IP, DHCP, and DNS.
• Strong customer service skills with a focus on responsiveness and problem-solving.
• Skilled in Microsoft Office Suite, Microsoft Teams, and Microsoft OneDrive.
• Highly detail-oriented with strong analytical and problem-solving abilities.
• Capability to lift and/or move objects weighing up to 50 pounds as needed.

Preferred Qualifications:

• Practical knowledge of data networks, peripherals, and infrastructure cabling.
• Experience with BANNER or other ERP solutions.
• Familiarity with disk imaging software.
• Experience with Avaya phone systems.

Benefits

The allotted salary for this position is $65,200

• 20 Vacation Days, 12 sick days
• Medical, dental, vision insurance
• Flexible Spending Account (FSA)
• Enhanced Short Term Disability Insurance
• 100% employer sponsored Long Term Disability
• Voluntary Life Insurance
• Commuter Benefits
• Contribution in a 403(b) Retirement Plan
• Employee Assistance Program